AI Agent Specialist

CHINA MOBILE HONG KONG COMPANY LIMITED ("CMHK") is the wholly-owned subsidiary of China Mobile Limited (HKEx: 941), which ranks 53th on the Fortune Global 500.

Our company is dedicated to delivering an exceptional service experience and to become a world-class sci-tech service enterprise, focusing on its three principal businesses of communications services, computing services and AI services. Guided by this vision, we cultivate a culture of trust, responsibility, and care — creating an environment where people can thrive. At CMHK, we are committed to unlocking human potential and empowering every striver to achieve success. We now invite high-caliber professionals to join us on this journey.

Division: Customer Service Centre / AI+ Service

In this position, you will:

• Business Analysis & Workflow Optimization: Gather and analyze business requirements from frontline service teams. Translate these needs into technical specifications, conversational flows, and logic trees. Design prompt chains and Retrieval-Augmented Generation (RAG) workflows to enhance agent capabilities.
• Cross-functional Collaboration: Work closely with Data Scientists, Software Engineers, and Customer Service stakeholders to deploy AI solutions, troubleshoot technical anomalies, and drive iterative product enhancements.
• Performance Monitoring & Analytics: Manage the end-to-end lifecycle of AI agents. Utilize SQL and BI tools to monitor key performance indicators (KPIs) such as intent recognition accuracy, task completion rates, hallucination rates, and overall user satisfaction (CSAT).
• Data-Driven Insights: Develop automated dashboards and operational reports to provide actionable insights into user behavior and AI agent performance, driving strategic decisions for the AI + Service department.
• AI Agent Design & Build: Act as the core Business Analyst to bridge service operations with AI technologies. Design, configure, and build intelligent AI Agents (including voicebots, chatbots, and LLM-powered assistants) tailored for complex customer service scenarios.
• AI Model Tuning & Prompt Engineering: Continuously optimize AI agent performance through prompt engineering, intent fine-tuning, and entity extraction. Curate high-quality training datasets and conduct rigorous testing (e.g. A/B testing, red-teaming) to ensure AI responses are accurate, safe, and aligned with brand guidelines.

To be successful in this position, you should meet the following requirements:

• Bachelor’s degree in Artificial Intelligence, Data Science, Computer Science, Information Systems, or related technical disciplines.
• 1-3 years of working experience in Business Analysis, AI Product Management, Data Analysis, or Conversational AI development..
• Strong analytical mindset with the ability to translate complex business problems into technical AI solutions.
• Excellent problem-solving skills, detail-oriented, and highly adaptable to fast-paced technological changes.
• Outstanding communication and stakeholder management skills to effectively bridge the gap between technical and non-technical teams.
• Solid proficiency in SQL and data visualization tools (e.g. Tableau, PowerBI) for performance tracking.
• Hands-on experience with or strong understanding of Conversational AI platforms (e.g., Dialogflow, Rasa, Microsoft Copilot Studio) and Large Language Models (LLMs).
• Familiarity with Prompt Engineering, NLP/NLU concepts, and basic programming (e.g. Python) is highly preferred.

When you work:

• 5 days work
• 8 hours/day

What you enjoy:

• Discretionary Performance bonus
• Life insurance
• Medical insurance
• Meal allowance
• Education subsidies
• Birthday gift
• Marriage leave
• Birthday leave

Please submit your application to us by clicking the APPLY NOW button and send your full resume with your availability, current and expected salary to us. If you do not hear from us within 8 weeks after the application, you may assume that your application has not been successful.

CMHK is committed to be an equal opportunity employer. We offer exceptional benefits package and the opportunity to work in a challenging environment. Personal data provided by applicants will be treated strictly in accordance with our personal data policy and for recruitment purposes only.